Support Contract Options

Standard Support

• Minor and major programme updates (download only)
• Telephone technical support (one authorised caller)
• E-mail technical support.  Response is usually within 1 working day
• Access to client area and knowledge base
• Issue tracking system with request IDs
• Remote support facility (see below)

Cost: 17.5% of license fee (per annum)

-------------------------------------------------------

Gold Support

• Remote administration up to 1 day per month (non-accruable)
• Priority response to your requests
• On-line dedicated issue tracking database.  Enter, prioritise and track your own issues.
• Annual database health-check and tune
• WebCast training - up to 2 hours per quarter
• Up to 4 authorised callers
• Updates also available via CD

Costs:  as standard support plus £5,500 (per annum)

Additional days can be pre-purchased at this rate.  Overspill is invoiced at our standard daily rate

---------------------------------------------

Pay-per-hour support

We encourage annual support contracts wherever possible.  However we will provide support on a pay-per-hour basis for £95 per hour.  This does not include any software updates.

 

 

WebServer, M-IMS, M-SID and bespoke software

WebServer and Incident_Reporter are typically customised around a central product, and the initial system can vary in complexity and cost.  Therefore, for these, and for bespoke development we charge a 15% annual support fee based on the initial license and development cost.

 

---

Definitions

Remote support

Logging on to a remote desktop and or server to assist in addressing issues.

MP-5 has a built-in remote support option, accessed via the help menu.  In the event that an issue cannot easily be resolved by telephone or email, a support engineer may offer to log in to the user's PC.  This service is provided under standard support only at the request of and EHS Data engineer.  Connectivity is not guaranteed.

Additionally we offer a direct VPN service for clients.  This is charged at £375 per year to set up and maintain.

We currently support the following VPN's:

• Cisco
• Sonic Wall
• Windows XP VPN

We support the following remote control software:

• PC Anywhere
• VNC
• Windows Remote Desktop

Use is restricted to support only.  Remote administration (detailed below), training and development using a remote link are chargeable at our standard rates.

Remote administration

Remote administration uses the same technology as remote support to assist in tasks that are technical in nature, and where local I.T. support is either unavailable or unable to help.

Examples of this include:

• Setting up backup routines
• Data manipulation to correct wrongly entered data
• Configuring new import folders and settings
• Adding new calculated fields
• Assistance with migrating database servers

Remote administration does not include development.